Summary: The Service Desk Analyst role involves providing technical support as the first point of contact for designated users, primarily through phone and email. The position requires troubleshooting a range of IT issues, from basic to complex, while managing incidents to resolution. This is a 6-month contract with potential for extension, and candidates must hold or have held high-level security clearance. The role includes a hybrid working arrangement with one day per week on-site in Warrington.

Key Responsibilities:

• Act as the first point of contact for technical support for designated users.
• Receive, log, and manage calls from internal staff regarding IT issues.
• Troubleshoot IT-related problems, including software, hardware, and network issues.
• Log all customer contacts in a CRM tool and take ownership of incidents.
• Install applications and reset passwords for enterprise applications.
• Escalate unresolved calls to appropriate support teams.
• Monitor and meet ticket SLA targets.
• Participate in enterprise application release/maintenance activities.
• Act as backup for Incident Manager when required.
• Maintain defined SLAs and seek to improve technical knowledge.
• Demonstrate excellent interpersonal and communication skills.
• Be flexible with multiple shifts in a 24x7 environment.

Key Skills:

• Experience in troubleshooting IT-related issues.
• Knowledge of operating systems, networks, and shared resources.
• Effective time and task management skills.
• Ability to work in a fast-paced, client-facing environment.
• Excellent verbal and written communication skills.
• Willingness to lead project meetings and take on extra responsibilities.
• Experience with CRM tools for logging incidents.
• Flexibility to work shifts and out of hours as required.

Salary (Rate): undetermined

City: Warrington

Country: UK

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT